Operations Performance Manager

ISS; City Of London; Remote; GBP 60,000 - 85,000; Full time

Job summary

A global service provider is seeking an Operations Performance Manager to drive performance and innovation within service delivery. This role requires working closely with a diverse range of stakeholders to optimize operations and achieve strategic objectives. Candidates should have strong project management skills and experience in implementing processes in relevant sectors such as outsourcing. The company values diversity and inclusion, providing an environment where everyone can thrive.

Benefits

Diverse and inclusive workplace

Opportunities for professional growth

Qualifications

• Experience in creating and implementing processes and procedures.
• Strong experience with increasing responsibility in services.
• Background with Lean/Six Sigma principles is advantageous.

Responsibilities

• Lead KPI performance management across the Global Key Account.
• Act as the innovation catalyst, identifying and piloting new solutions.
• Develop and deliver the path to 'Lighthouse' accreditation.

Skills

Process implementation

Performance management

Project management

Communication skills

Stakeholder engagement

Job description

Overview

Location: Flexible, Europe

Language: Business English

The Operations Performance Manager is a key role enabling the delivery of ISS and our customer's strategic objectives. You will be a trusted partner to customer stakeholders, driving measurable outcomes and strengthening our strategic partnership. The role champions best practice through proactive and innovative solutions to optimise service delivery, reduce risk, and drive continuous improvement and performance in service delivery. You will collaborate closely with senior leaders across ISS and the customer organization to align strategic priorities, co-create solutions, and ensure consistent execution across markets.

You will act as the innovation catalyst for the account—identifying emerging trends, piloting new solutions, and scaling successful initiatives globally. This includes leveraging ISS tools, industry best practices, and customer insights to co-create high-impact innovations that deliver measurable outcomes.

The remit includes working closely with a large volume of stakeholders within a global matrix organisation. The role requires a self-starter, capable of building strong networks, relationships, and a knowledge base across various service lines and functions to ensure a holistic, solution-based, outcome-driven approach.

Success in this role will be measured by progress toward Lighthouse accreditation, year-on-year performance improvement, CNPS/ENPS scores, and the successful deployment of high-impact innovation and improvement initiatives.

Key Responsibilities

1. Strategic Initiatives & Account Development
   • Contribute to the creation and ongoing maintenance of the Account Development Plan (ADP), with specific responsibility for Performance and Innovation elements.
   • Develop and deliver the path to "Lighthouse" accreditation for the Global Key Account.
2. Performance Management
   • Lead KPI performance management across the Global Key Account.
3. Innovation & Continuous Improvement
   • Act as the innovation catalyst for the account, identifying, piloting, and scaling new solutions globally.
   • Own the Continuous Improvement forums & governance, developing excellent relationships with customer counterparts, championing innovative solutions, and ensuring initiatives satisfy all relevant approval processes.
   • Work with Global Subject Matter Experts, Service Line, and Local Operations Performance Leads to identify, develop, deploy, and deliver initiatives across key areas including Continuous Improvement, Optimization & Efficiency, Flexibility, Sustainability, and Quality.
   • Manage process and track progress, verifying if initiatives are proceeding according to plan, introducing corrective measures where necessary, and documenting initiative achievements and outcomes.
4. Governance & Risk Management
   • Oversee operational risk management governance and processes for the Global Key Account.
   • Ensure delivery and adherence to governance and process, both client and ISS gateways, including the development of executive briefing material and analytics for steering committee meetings.
   • Drive the development and maintenance of ISS Procedure Manuals for the account.
   • Lead the creation and regular review of Business Continuity Plans, ensuring operational resilience.
   • Oversee the development and updating of Exit Management Plans to ensure smooth transitions and risk mitigation.
5. Customer Engagement & Relationship Management
   • Engage directly with senior customer stakeholders to understand their needs, co-develop innovative solutions, and ensure high levels of satisfaction and partnership.
6. Knowledge Sharing & Capability Building
   • Drive knowledge sharing, best practice, and upskilling with account teams globally.

Qualifications

Professional Qualifications:

• Experience in creating and implementing processes and procedures
• Strong experience with increasing responsibility working in services, preferably in the outsourcing, real estate and/or facilities management field
• Experience in an operating environment with a large volume of stakeholders and tight deadlines
• Background with Lean/Six Sigma principles and process improvement orientation advantageous
• Fundamental commercial, financial and transition process awareness
• Strong project management and planning skills
• Strong resource planning and allocation skills
• Desirable: Experience integrating sustainability principles into service delivery models

Personal Qualifications:

• Communication and presentation skills of high level
• Ability to influence, articulate and hold a position
• Experience in transforming concepts into action

Why ISS

ISS is a Place to Be You. Be who you are. Become what you want. Be part of something bigger. We recognise the power of diversity, inclusion and belonging and celebrate the differences that make us unique. When everyone is free to be themselves, everyone benefits. Our people feel safe, respected, represented, and supported as their authentic selves, allowing them to seize opportunities and reach their full potential.

How to apply: Apply directly via the link on this page by submitting a cover letter, CV and other relevant documents.

Requisition ID: 40729